The report discusses the importance of humanizing customer experiences in a digital age. With the rise of digital technology, many customers expect personalized and efficient experiences. As a result, many companies have introduced dedicated digital experience departments to meet these expectations. However, the report warns against being too focused on technology and losing sight of the human elements that influence purchasing decisions, such as emotion and rapport. The report emphasizes the importance of emotional connections in building brand loyalty and highlights the need for companies to prioritize the human aspect of customer service in the quest to delight customers.
